Ensuring Exceptional Support and Service Levels
Customer Support Hours & Service Level Agreements (SLAs)
Table of Contents:
1: Support Hours
2: After-Hours Support
3: Convirza Holiday Schedule
4: Service Level Agreements (SLAs)
5: Case Escalation Process
6: Pricing Table
7: Data Access
Section 1: Support Hours
At Convirza, we are committed to providing exceptional customer support.
Our support hours are as follows:
- Monday to Friday: 7:00 am to 5:00 pm MST
- Contact Number: 855-655-TECH (8324)
- Email: support@convirza.com
After-Hours Telephone Support:
We offer after-hours telephone support for urgent matters outside our regular support hours. (Please note that emails sent during this time will be responded to within regular support hours.)
- Monday to Friday: 5:00 pm to 8:00 pm MST
- Saturday and Sunday: 8:00 am to 8:00 pm MST
- CALL FLOW
Section 2: After-Hours Support
During the hours of 5:00 PM to 7:00 AM MST, our Convirza technical support number will forward to the on-call after-hours representative. Here's how the after-hours support works:
- The after-hours representative is responsible for checking Hubspot for any new voicemail messages left during their shift.
- For P1 emergencies, the representative will escalate the issue to management.
- For non-telephony inquiries, please reach out during regular business hours.
- The after-hours representative regularly monitors voicemail messages and checks CRM for any P1 emergency tickets to ensure no emergency requests are missed.
Additionally, we provide an emergency support line directly to the Inteliquent team, available 24x7x365. If you encounter an issue that renders our service unusable or receive reports of a number down, please call the Inteliquent emergency support line at 866-388-7258, option 2. (When contacting them, mention that you are from Convirza, describe the issue, and provide the time of occurrence.)
Section 3: Convirza Holiday Schedule
We observe the following holidays in 2023:
- New Year's Day
- President's Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving
- Day after Thanksgiving (Black Friday)
- Christmas Day
- End of Year Holiday (December 25, 2023, through January 1, 2024)
During the End of Year Holiday period, our office operates with a skeleton crew for Client Services, and support hours are reduced to 8:00 am to 4:00 pm MST. Please note that after-hours support will not be available during this time.
Section 4: Service Level Agreements (SLAs)
We prioritize and address incoming tickets based on the following SLAs:
High Priority: High Priority requests are service-impacting issues that only affect one customer. Examples include single call failures, same-day ports, Dynamic Number Insertion not swapping numbers, and Conversation Analytics not analyzing calls.
- Ticket Acknowledgement: Within 2 Hours
- Repair Started: Immediate
- Status Update: Every 4 hours
- Target Resolution: Same Day
- Status Update: Every 3 hours
Medium Priority: Medium Priority requests are non-service impacting issues that affect a customer's ability to use our services. Examples include Google Analytics not sending call details, webhooks not triggering, and API not returning results.
- Ticket Acknowledgement: Within 2 Hours
- Request Started: Same Day
- Status Update: Daily
- Target Resolution: Within 24 hours
Low Priority: The majority of requests fall into the Low Priority category and are handled on a first-in, first-out basis. Examples include adding/editing/deleting Users, Groups/Campaigns/Locations, Routes/Call Flows/Tracking Numbers, billing inquiries, credit requests, and general questions.
- Ticket Acknowledgement: Within 2 hours
- Request Started: Within 24 hours
- Status Update: On completion
- Target Resolution: Within 3 business days
Section 5: Case Escalation
If you feel that an SLA is not being met or have extenuating circumstances that require higher priority on a case, please follow our case escalation process:
- First Escalation Contact: Director of Client Services Contact: Frank Carreno Email: fcarreno@conviza.com Cell: 801-427-4626
- If you are dissatisfied with the Director of Client Services' response, you can escalate the request to our Chief Operating Officer. Contact: James Walker Email: jwalker@convirza.com Phone: 385-695-3281
Section 6: Pricing Table
We offer a tiered support system to cater to varying customer needs and budgets. Each tier provides a specific level of service and access to support resources.
Tier 1 (>$5,000):
Our top-tier, full-service package includes a dedicated Account Manager and comprehensive support via phone, email, and chat. Additionally, customers in this tier receive complimentary data access*.
Tier 2 (>$1,000 - $5,000):
Customers in this tier have access to phone, email, and chat support. They also receive complimentary data access*.
Tier 3 (>$500 - $1,000):
Customers in this tier can avail themselves of email and chat support and complimentary data access*.
Tier 4 (>$29 - $500):
Email support is available for customers in this tier to assist with any inquiries.
|
Tier |
Service Level |
|
Chat |
Data* |
Phone |
AM* |
|
Tier 1 |
>$5,000 |
Yes |
Yes |
Yes |
Yes |
Yes |
|
Tier 2 |
>$1,000 - $5,000 |
Yes |
Yes |
Yes |
Yes |
|
|
Tier 3 |
>$500 - $1,000 |
Yes |
Yes |
Yes |
||
|
Tier 4 |
>$29 - $500 |
Yes |
*AM - Dedicated Account Manager
*Data Access: $25.00 per request for extended data access beyond standard availability
Optional Add-On Services Billed Monthly:
Email Support: ($50)
Chat Support: ($100)
Phone Support: ($150)
Account Manager: ($250)
Email + Chat Bundle: ($125)
Email + Chat + Phone Support Bundle: ($200)
Email + Chat + Phone + AM Bundle: ($350)
Account Provisioning:
Available at $99.00 per hour; billed in 30-minute increments.
Development Services:
- Data Analyst: Available at $149.00 per hour; billed in 30-minute increments.
- Engineer: Starting at $199.00 per hour; billed in 30-minute increments.
Data Access:
Customers requiring access to data beyond the standard availability* can request it at a fee of $25.00 per request.
We're here to provide you with the support you need, whether it's through our bundled options or additional add-on services. Feel free to choose the combination that best suits your requirements and budget.
Section 7: Data Access
Call Recordings and Call Data Availability:
- Data Retention Period: We provide access to call recordings and call data generated within the last 400 days through our application.
- Ice-box Storage: Data older than 400 days is securely stored in our ice-box storage.
- Data Retrieval Fee: A fee of $25.00 per request applies if you require access to data stored in the ice-box beyond 400 days.
Note: Please feel free to reach out to our customer support team if you have any further questions or require assistance. We are here to help you make the most of our services.
*Complimentary data access is subject to the terms and conditions outlined in the customer agreement.